Receiving a returned item Refund deadlines

Most items are sold easily. But, sometimes, if a buyer is unhappy with an item, you may be required to receive a returned item and refund the buyer.

Receiving a returned item

If you've reached an agreement with the buyer to issue a full refund, the buyer should post the item back to you.

Or if the buyer asked eBay to review a case for an item not matching the listing description, and we determined that the buyer should be paid a full refund, we'll put the case on hold for 10 days and ask the buyer to post the item back to you.

We'll ask the buyer to use tracking or a delivery confirmation number so that we'll know where the package is in transit, and we'll be able to confirm that you've received it.

If a case was opened and we have confirmation that you received the item, we'll provide a full refund to the buyer within 3 days that covers the cost of the item and original postage & packaging.

If eBay finds in favour of the buyer in a case, eBay may seek reimbursement from your PayPal account or other reimbursement payment method on file.

Note: If the item isn't returned to you within 15 days, and a case was opened, we'll automatically close the case.

Buyers are required to pay return postage, except for rare situations when a buyer and seller agree to another arrangement.

Refund deadlines

If you've agreed to issue a refund for an item, you must do so within 3 days of promising the refund or within 3 days of receiving the returned item. Go to the Resolution Centre.

If the buyer doesn't receive the refund within 3 days, the buyer can ask eBay to help. If you agreed to refund a buyer but haven't provided one, eBay will refund the buyer:

• eBay will then deduct the amount of the refund from your PayPal account.

  • You'll need to ensure your credit card details are added to your PayPal account to use this reimbursement payment method.

• If there aren't sufficient funds in your PayPal account, or PayPal isn't your preferred reimbursement payment method, we'll ask for or use a different reimbursement method.

• If you've already designated a preferred payment method, we'll deduct funds from that account.

If you haven't assigned a reimbursement payment method, eBay will ask you to do so.

If you don't reply to a case within the resolution timelines or if you and the buyer can't reach an agreement, eBay will review the case and come to a decision. If we find in favour of the buyer, we'll refund the buyer directly and recover the amount of the refund from you. We'll either deduct the amount of the refund from your PayPal account, or from your preferred reimbursement payment method. Either way, we'll let you know when we're seeking reimbursement. 

If we're unable to recover the amount of the refund from you, your account may be limited or suspended until payment is made.